How to steal a BMW....
Discussion
Hi - I am new to this forum so forgive me for reposting - seems that I had broken the rule of 'naming and shaming' so I have removed all the names...but I just wanted to tell you all my story and possibly seek any advice from anyone...
I am a proud owner of an immaculate e46 M3.
About two and half weeks ago, my car got stolen, the police managed to retrieve the car back the next day via its on board tracker (down the road). They had advised me that there didn’t appear to be any forceful entry so it appears that someone had my key – I was in possession of both sets of keys so I was baffled.
I called up BMW UK to enquire whether any keys had been issued recently; they eventually came back to me with the astonishing news that a set of keys had been issued out by one of the BMW franchises in Wiltshire a couple of days prior.
And to keep the story short, a guy walks into the "BMW dealer" in Wiltshire, with a “dubious” V5 document from Ireland, driving license from Manchester & no proof of address. Apparently the guy was very charming and he had an answer for everything - the franchise did realise a few inconsistencies with the guy’s story, namely:
- the registration number on the V5 didn’t match the one on their system
- the address on his ID didn’t match the V5 nor the one in their system (he had ID from Manchester, V5 from Ireland & my car registered in their system as London)
- he turns up in Wiltshire to urgently get keys
So the “BMW dealer in Wiltshire”, with all this information decides to issue him with keys, so he orders the keys on Friday, collects them on Saturday & then casually walks up my street at 9pm on Sunday & drives off in my car.
After getting my car back & the “BMW dealer” in Wiltshire owning up to the issue, they agreed to change all my locks and send me a courtesy car (the ‘best’ one they had). A week later, I get my car back, all initially appears fine. I drive it 3-4 miles down the road & it simply refuses to start. The AA & BMW Emergency Services were not able to help at that time of the night as it appeared that the issue was immobiliser related. With no alternative, I pushed to a secure location and left it there. Upon recommendation, I decided not to leave the car unattended & insecure outside the local BMW dealer in East London.
Spoke to BMW UK, but unfortunately they fobbed me off (politely), stating that they give their franchises complete independence & my issue is with them and that they will not be able to help. They even went as far as to suggest that if I chose to handle this matter legally, then the case is against “the BMW dealer in Wiltshire” and NOT BMW UK. This just astounded me – there was not attempt of brand protection whatsoever,
With no alternative, I called the “BMW dealer in Wiltshire”, only to hear them reiterate the fact that it was nothing to do with anything they did and that the car was ‘perfectly’ fine on the drive down and upon delivery. They then had the audacity to suggest that I organise a local BMW dealer to collect the car and IF it can proven that the car was failing due to the work they did, they will then ‘sort it out’ – I guess they mean financially.
After much arguing, they finally agreed to my suggestion of sending a BMW technician from BMW Emergency Services to look at my car. He concluded that the new keys/chip had not been correctly aligned with the new immobiliser; he was not sure what was wrong with the other key (t just simply didn’t work). He did the best he could and reprogrammed the keys, the one key is still not completely functional, but at least I can move my car.
To inflict more pain to me, the BMW dealer in Wiltshire advised me that they had not paid the congestion charge when they delivered my car on Friday and as it was too late to make a back payment, I will be issued a £60 penalty – they said they will ‘sort it out’ when it comes through.
To say I am disappointed would be an understatement, my car is still completely functional, as it failed last night ((but I managed to get it working again) so I am just not confident to go anywhere in it and I am reluctant to go back to the “BMW dealer in Wiltshire” as they are appear to be completely incompetent and to add to this they are 100 miles or so away.
So with BMW UK not wanting to get involved & the “BMW dealer in Wiltshire” fobbing me off – I am pretty much stuck in a rut.
Please do not take this as a dig against the website because I think it is an awesome website, but with the ‘name & shame’ rule, the “BMW dealer in Wiltshire” wins again in their small way.
I suppose the way they see it - I am not a customer in Wiltshire, BMW UK don’t really care so why should they go out of their way to help me?? So I guess I will just have to grin and bear this complete incompetence from them – hopefully this will get resolved eventually – hopefully by Christmas – that would be a great Christmas present!!
Such a shame BMW don’t mind the reputational damage to their branding, I suppose I am just one small voice.
Comments/tips/advice??
I am a proud owner of an immaculate e46 M3.
About two and half weeks ago, my car got stolen, the police managed to retrieve the car back the next day via its on board tracker (down the road). They had advised me that there didn’t appear to be any forceful entry so it appears that someone had my key – I was in possession of both sets of keys so I was baffled.
I called up BMW UK to enquire whether any keys had been issued recently; they eventually came back to me with the astonishing news that a set of keys had been issued out by one of the BMW franchises in Wiltshire a couple of days prior.
And to keep the story short, a guy walks into the "BMW dealer" in Wiltshire, with a “dubious” V5 document from Ireland, driving license from Manchester & no proof of address. Apparently the guy was very charming and he had an answer for everything - the franchise did realise a few inconsistencies with the guy’s story, namely:
- the registration number on the V5 didn’t match the one on their system
- the address on his ID didn’t match the V5 nor the one in their system (he had ID from Manchester, V5 from Ireland & my car registered in their system as London)
- he turns up in Wiltshire to urgently get keys
So the “BMW dealer in Wiltshire”, with all this information decides to issue him with keys, so he orders the keys on Friday, collects them on Saturday & then casually walks up my street at 9pm on Sunday & drives off in my car.
After getting my car back & the “BMW dealer” in Wiltshire owning up to the issue, they agreed to change all my locks and send me a courtesy car (the ‘best’ one they had). A week later, I get my car back, all initially appears fine. I drive it 3-4 miles down the road & it simply refuses to start. The AA & BMW Emergency Services were not able to help at that time of the night as it appeared that the issue was immobiliser related. With no alternative, I pushed to a secure location and left it there. Upon recommendation, I decided not to leave the car unattended & insecure outside the local BMW dealer in East London.
Spoke to BMW UK, but unfortunately they fobbed me off (politely), stating that they give their franchises complete independence & my issue is with them and that they will not be able to help. They even went as far as to suggest that if I chose to handle this matter legally, then the case is against “the BMW dealer in Wiltshire” and NOT BMW UK. This just astounded me – there was not attempt of brand protection whatsoever,
With no alternative, I called the “BMW dealer in Wiltshire”, only to hear them reiterate the fact that it was nothing to do with anything they did and that the car was ‘perfectly’ fine on the drive down and upon delivery. They then had the audacity to suggest that I organise a local BMW dealer to collect the car and IF it can proven that the car was failing due to the work they did, they will then ‘sort it out’ – I guess they mean financially.
After much arguing, they finally agreed to my suggestion of sending a BMW technician from BMW Emergency Services to look at my car. He concluded that the new keys/chip had not been correctly aligned with the new immobiliser; he was not sure what was wrong with the other key (t just simply didn’t work). He did the best he could and reprogrammed the keys, the one key is still not completely functional, but at least I can move my car.
To inflict more pain to me, the BMW dealer in Wiltshire advised me that they had not paid the congestion charge when they delivered my car on Friday and as it was too late to make a back payment, I will be issued a £60 penalty – they said they will ‘sort it out’ when it comes through.
To say I am disappointed would be an understatement, my car is still completely functional, as it failed last night ((but I managed to get it working again) so I am just not confident to go anywhere in it and I am reluctant to go back to the “BMW dealer in Wiltshire” as they are appear to be completely incompetent and to add to this they are 100 miles or so away.
So with BMW UK not wanting to get involved & the “BMW dealer in Wiltshire” fobbing me off – I am pretty much stuck in a rut.
Please do not take this as a dig against the website because I think it is an awesome website, but with the ‘name & shame’ rule, the “BMW dealer in Wiltshire” wins again in their small way.
I suppose the way they see it - I am not a customer in Wiltshire, BMW UK don’t really care so why should they go out of their way to help me?? So I guess I will just have to grin and bear this complete incompetence from them – hopefully this will get resolved eventually – hopefully by Christmas – that would be a great Christmas present!!
Such a shame BMW don’t mind the reputational damage to their branding, I suppose I am just one small voice.
Comments/tips/advice??
Take it to the motoring press.
There was a BBC doc about stolen cars where exactly what you described was done, albeit abroad.
Crim would make up a fake V5 along with fake ID, the go to a porsche/bmw/luxocar dealer abroad, say they had lost their keys on holiday and foreign dealership would then dutifully oblige and hand them a set of keys.
Crims would fly back to the UK, stroll up to the car, use the keys and drive off.
There was a BBC doc about stolen cars where exactly what you described was done, albeit abroad.
Crim would make up a fake V5 along with fake ID, the go to a porsche/bmw/luxocar dealer abroad, say they had lost their keys on holiday and foreign dealership would then dutifully oblige and hand them a set of keys.
Crims would fly back to the UK, stroll up to the car, use the keys and drive off.
staceyb said:
Wasn't this just removed?
Without naming and shaming issues I'd hope not, as its a very horrid story.My opinions wont worry BMW GB, as although I drive one, mine is so old they probably wish it had been scrapped.
I'm horrified to hear the op's story, and hope that he can afford to go and see a solicitor and get the people in Wiltshire dealt with, their incompatence seems amazing.
As an "I'd love to be a new BMW owner", I'm very very dissapointed to hear BMW GB's response.
Edited by Nigel Worc's on Wednesday 18th November 12:34
Rather surprising that it was that easy to get keys issued. People tend to kick up a fuss about the hoops that have to be jumped through these days to get keys, number plates, etc but I guess the precautionary checks are worthwhile if they are followed properly which they don't seem to have been in your case.
As an aside, I would never voluntarily fit a Tracker to my car - I wouldn't want a car back if it had been stolen - who knows where its been, what it was used for or how its been driven?
Having said that, hopefully the problems you've experienced since getting your car back can be fully rectified.
Hope you get it all sorted soon.
As an aside, I would never voluntarily fit a Tracker to my car - I wouldn't want a car back if it had been stolen - who knows where its been, what it was used for or how its been driven?
Having said that, hopefully the problems you've experienced since getting your car back can be fully rectified.
Hope you get it all sorted soon.
Edited by Risotto on Wednesday 18th November 12:32
Bmw's reaction is sadly no surprise at all.
I had a mini cooper s owned by Mrs O returned after a replacement gearbox under warranty with the heat shield wrongly fixed which locked the steering on a bend.
Bmw's reaction - get lost.
Dealer's reaction - not us oh no not possibly us.I suppose they thought it was the mechanic pixies.
Anyway one arbitration win later,during which the Bmw job schedule was produced showing the removal and replacement of said heat shield as part of the process,i've got rid of a 630,a z4 and a works s cooper and Mrs O's cooper s has gone.No more Bmw products for us thanks.
Seems the ultimate driving machine is produced and sold by the ultimate bunch of tossers.
I had a mini cooper s owned by Mrs O returned after a replacement gearbox under warranty with the heat shield wrongly fixed which locked the steering on a bend.
Bmw's reaction - get lost.
Dealer's reaction - not us oh no not possibly us.I suppose they thought it was the mechanic pixies.
Anyway one arbitration win later,during which the Bmw job schedule was produced showing the removal and replacement of said heat shield as part of the process,i've got rid of a 630,a z4 and a works s cooper and Mrs O's cooper s has gone.No more Bmw products for us thanks.
Seems the ultimate driving machine is produced and sold by the ultimate bunch of tossers.
Sebba said:
At the beginning of this whole saga, I did speak and write to the MD of the “BMW dealer in Wiltshire”, who I must add was a complete prat, he just kept reiterating the fact that they have also been a victim of this crime and that they are dealing with the police, he did not feel that he had any further responsibility to me other than getting my car fixed out of good will
how he feels that the checks performed by his staff prior to them issuing the thief with a set of keys were in anyway adequate or thorough is beyond belief - if I was him I'd make sure that they effected repairs to your car as it's wholely their action that furnished the thief with the means to take your car from youmy mind is well and truly boggled
Unfortunately this is the kind of customer service that the big German marques all too often seem to provide. I'm sure there are good dealers out there, but they definitely have more than their fair share of bad ones.
The fact that BMW utterly refused to get involved (regardless of whether they had any legal need to) makes it even worse to my mind.
The fact that BMW utterly refused to get involved (regardless of whether they had any legal need to) makes it even worse to my mind.
Glad its not just me these kinds of things happen to. I think both BMW wiltshire and BMW UK need to take more responibility to assist their customers.
If no-one is of any help to you bmw wollaston in northampton are probably the best dealership of any brand I've ever encountered. I would trust them to be helpful and sort the car. Perhaps Wiltshire would pick up the bill?
If no-one is of any help to you bmw wollaston in northampton are probably the best dealership of any brand I've ever encountered. I would trust them to be helpful and sort the car. Perhaps Wiltshire would pick up the bill?
undred orse said:
Bmw's reaction is sadly no surprise at all.
I had a mini cooper s owned by Mrs O returned after a replacement gearbox under warranty with the heat shield wrongly fixed which locked the steering on a bend.
Bmw's reaction - get lost.
Dealer's reaction - not us oh no not possibly us.I suppose they thought it was the mechanic pixies.
Anyway one arbitration win later,during which the Bmw job schedule was produced showing the removal and replacement of said heat shield as part of the process,i've got rid of a 630,a z4 and a works s cooper and Mrs O's cooper s has gone.No more Bmw products for us thanks.
Seems the ultimate driving machine is produced and sold by the ultimate bunch of tossers.
In Northampton its Audi who everyone avoids buying from due to their aftercare service and BMW that you can trust. Amazing how people I speak to and certainly I myself end up choosing cars purely on the basis of knowing they will be treated well once they are no longer trying the 'hard sell' really does make all the difference.I had a mini cooper s owned by Mrs O returned after a replacement gearbox under warranty with the heat shield wrongly fixed which locked the steering on a bend.
Bmw's reaction - get lost.
Dealer's reaction - not us oh no not possibly us.I suppose they thought it was the mechanic pixies.
Anyway one arbitration win later,during which the Bmw job schedule was produced showing the removal and replacement of said heat shield as part of the process,i've got rid of a 630,a z4 and a works s cooper and Mrs O's cooper s has gone.No more Bmw products for us thanks.
Seems the ultimate driving machine is produced and sold by the ultimate bunch of tossers.
sleep envy said:
kambites said:
The fact that BMW utterly refused to get involved (regardless of whether they had any legal need to) makes it even worse to my mind.
not really their issue to get involved in such a dispute, especially seeing as the dealer has dropped a massive b
kHad it been a Lexus, for example, I suspect Lexus UK would have been all over the dealer to get it sorted out.
Edited by kambites on Wednesday 18th November 12:42
the old, "we are bmw uk, you need to deal with the franchise"
i had an issue with one of my cars from manufacture, it wasnt the dealers fault but BMW uk didnt want to know and neither did the individual dealer, so i wrote a letter to the franchise Hq (who have a lot of bmw dealers) and explained my point, soon after i had some very nice phonecalls and offers to fix the issue.
the franchise are a massive customer to BMW, i would say though, in this circumstance its gross misconduct on the dealers, but more likely the employees part. i cant even get a reg plate made at halfords without perfect docs, so to get keys for a 20k plus car is frankly extracting the urine!
further to that i dont think BMW as a company understands its keys anyway, i have had issues with both used and new car's having keys that are completely dud, then all manor of secret under the counter dodgy fixes from both bmw and the dealers to fix them, non of them worked until i left the car with them for a morning
i had an issue with one of my cars from manufacture, it wasnt the dealers fault but BMW uk didnt want to know and neither did the individual dealer, so i wrote a letter to the franchise Hq (who have a lot of bmw dealers) and explained my point, soon after i had some very nice phonecalls and offers to fix the issue.
the franchise are a massive customer to BMW, i would say though, in this circumstance its gross misconduct on the dealers, but more likely the employees part. i cant even get a reg plate made at halfords without perfect docs, so to get keys for a 20k plus car is frankly extracting the urine!
further to that i dont think BMW as a company understands its keys anyway, i have had issues with both used and new car's having keys that are completely dud, then all manor of secret under the counter dodgy fixes from both bmw and the dealers to fix them, non of them worked until i left the car with them for a morning
Terrible practices by the dealer, especially as they spotted the inconsistencies at the time but went ahead anyway. That's negligent.
Re. the Tracker - the crooks tend to drive it a short distance and park it up to see whether it does get recovered by the Tracker/police, so there's no normally any damage done if they're after the car itself rather than joyriding. If it's OK for a couple of days, they go back and take it. (Perfect opportunity for a stake out I always think....)
My mate's Audi was taken recently after they broke in to get his keys, and was parked up and locked fairly locally. This time the police spotted it before the Tracker tracked it down. Because they still had his keys, he had to have new locks / reprogamming etc too and guess what...... he's also had immobiliser issues with it since and it's gone back to Audi again.
Re. the Tracker - the crooks tend to drive it a short distance and park it up to see whether it does get recovered by the Tracker/police, so there's no normally any damage done if they're after the car itself rather than joyriding. If it's OK for a couple of days, they go back and take it. (Perfect opportunity for a stake out I always think....)
My mate's Audi was taken recently after they broke in to get his keys, and was parked up and locked fairly locally. This time the police spotted it before the Tracker tracked it down. Because they still had his keys, he had to have new locks / reprogamming etc too and guess what...... he's also had immobiliser issues with it since and it's gone back to Audi again.
Edited by Mostro on Wednesday 18th November 12:46
kambites said:
Had it been a Lexus, for example, I suspect Lexus UK would have been all over the dealer to get it sorted out.
Edited by Nigel Worc's on Wednesday 18th November 12:58
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